Queries

ARMA is able to give advice on its members and issues relating to blocks managed by members.

Queries about other property issues or if you have a problem with a managing agent that is not a member of ARMA then contact the Leasehold Advisory Service (LEASE).

If your query is not regarding the management of whole blocks of long leasehold flats but about the letting or renting of properties then The Association of Residential Letting Agents (ARLA) would be the appropriate body to contact.

If your query is regarding retirement housing then the Association of Retirement Housing Managers (ARHM) would be the appropriate body to contact.

If you have a query about managing agents in Scotland, then the Property Managers Association Scotland (PMAS) would be the appropriate body to contact.

Please see our Useful Links page for other organisations that may be of help.

ARMA members

If you have a problem with a member of ARMA over compliance with the Royal Institution of Chartered Surveyors Code of Practice relating to service charges, you can call 020 7978 2607 or email ARMA for advice. (The RICS Code titled 'Service Charge Residential Management Code (2nd edition) is available from RICS Books or call 0870 333 1600.)

If you wish to pursue a formal complaint against a member of ARMA you should first exhaust the member's internal complaints procedure allowing a period of 8 weeks for resolution and, if not resolved at the end of that period, you may then take your complaint to the relevant Ombudsman, details of which will be found in the member's internal procedure.

(The overall Complaints Procedure Relating to ARMA Corporate Members is available from info@arma.org.uk)

Freeholders, managing agents and lessees have legal duties and obligations to each other. All existing channels of communication and negotiation between freeholder, agent and lessee must be maintained. We recommend that, wherever possible, notifications, complaints and responses are put in writing and that written records are kept of telephone calls.

ARMA is unable to comment on matters concerning residential lettings or where the complaint is based on a variance of opinion concerning the interpretation of a lease or management policy or where litigation is taking place. ARMA is not empowered to consider issues relating to firms that are not members.